16. SPECIAL REQUESTS All special needs and requests, if agreed, should be entered on the booking form and be included in the confirmation of the holiday. These cannot be guaranteed except where confirmed as part of our holiday commitment to you and are detailed on your holiday booking confirmation. We are keen to ensure that we plan the arrangements for your holiday so that special needs and requests can be accommodated as far as possible. If you will need assistance, or may be unable to fully enjoy all aspects of your holiday you must tell us in advance so we can maximise your enjoyment of the holiday. We will need to know if you need special facilities in the hotel, taking part in the excursions or have difficulty boarding and travelling on the coach or other means of transport. Some itineraries may not be suitable for those less mobile. Before booking your holiday, you should be sure that you and your party are both physically and mentally capable of completing the itinerary. If you need advice or further information either you or your booking agent should contact your local Travel Centre or Agent. If you will require a special diet please tell us at the time of booking, or as soon as you are medically advised, together with a copy of the diet. arrangements. We are happy to advise and assist you in choosing a suitable holiday. But, as some of the accommodation and resorts featured may not cater for even minor disabilities, it is important that, when booking, you advise us of any disability, specific need or complex need you may have and any special requirements that will make sure the holiday is suitable. If a passenger requires personal assistance (for example, assistance with feeding, dressing, toileting, mobilising) then this passenger must travel with an able-bodied companion or carer and written confirmation that such 17. PASSENGERS WITH DISABILITIES We want everyone to enjoy our travel assistance will be provided for the entirety of the holiday is required at the time of booking. Coach drivers/ tour escorts are unable to provide such assistance. We will accept small mobility scooters and powered wheelchairs (vehicle) subject to the following: • Being notified at the time of booking or as soon as possible before the date of travel. • Customers must provide details of size and make of the vehicle to enable us to check it’s suitable for carrying on a coach. • We will advise customers about the suitability of their vehicle as soon as possible. • The vehicle must break into separate parts each weighing under 20kgs. • The customer with a disability is accompanied by a companion who is able to dismantle and reassemble the vehicle to enable storage on the coach. Coach drivers/Tour Managers are unable to provide such assistance. • The vehicle is operated by dry cell batteries only. 18. PASSENGER BEHAVIOUR We want all our customers to have a happy and carefree holiday. You are responsible for your behaviour and hygiene and the effect it may have on others. If you or any other member of your party is abusive, disruptive or behaves in a way that could cause damage or injury to others or affect their enjoyment of their holiday or which could damage property, we have the right to terminate your contract with us and we will have no further liability or obligation to you. The coach
routes, mandatory hand sanitisation, limited entertainment options and limited food/drink availability. We do not expect these measures to have a significant impact on your enjoyment of the holiday and all measures will be taken with the purpose of securing your safety and those around you. 11. IF YOU HAVE A COMPLAINT If you have a problem during your holiday, please inform your driver, tour escort, or the relevant supplier/resort representative, immediately who will endeavour to put things right. If your complaint cannot be completely resolved locally, you must complete a Holiday Report Form which can be obtained by your driver or local representative, which you should keep. Our contact number, for unresolved complaints will be our office number on 01449 766323 (open in office hours). If you remain dissatisfied please follow this up within 14 days of your return home by writing to Galloway Coach Travel giving your original booking reference number and all other relevant information, including the reference of the Holiday Report Form. It is therefore a condition of this contract that you communicate any problem to the supplier of the services in question AND to our driver whilst in resort and obtain a written report form. If you fail to follow this simple procedure, we cannot accept responsibility as we have be deprived if the opportunity to investigate and rectify the problem. Should you wish to pursue a coach holiday complaint further, the BCH/ABTOT have an Alternative Dispute Resolution scheme and full details are available from them. Please contact them at, ABTOT 117 Houndsditch, London EC3A 7BT. ABTA We are a Member of ABTA, membership number Y6482. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. We can also offer you ABTA’s scheme for the resolution of disputes which is approved by the Chartered Trading Standards Institute. If we can't resolve your cruise or air holiday complaint, go to www.abta.com to use ABTA’s simple procedure. Further information on the Code and ABTA’s assistance in resolving disputes can be found on www.abta.com. You can also access the European Commission Online Dispute (ODR) Resolution platform at http://ec.euorpa.eu/consumers/odr/. This ODR platform is a means of registering your complaint with us; it will not determine how your complaint should be resolved. 12. OUR COACHES We will always use our reasonable endeavours to provide a coach to the specification in our brochure or advert, but reserve the right to substitute an alternative vehicle should there be unforeseen circumstances. There is a seating plan but in some cases, operational reasons may require a coach with a different configuration. We reserve the right to alter a coach seating plan and allocate seats other than those booked. Single passengers may be required to share a double seat with other single passengers. When your booking is confirmed, you will be offered the best seats that are available at that time. If you feel that you require two seats, then these must be booked and paid for in advance, at the time of booking. If you fail to do this and it transpires that the seat allocated to you is insufficient for your needs and there is no alternative seating available then you will be refused access to the coach and any
payments made will be liable to forfeiture. Specific seats will not be allocated on coaches operating a feeder service between joining points and main holiday departure points or on coaches that carry out transfers between airports, seaports. 13. HOTEL FACILITIES Some hotel facilities and entertainment may be withdrawn for routine maintenance or be subject to seasonal availability and provision of the facilities cannot be guaranteed. Single occupancy of rooms may be subject to a supplementary charge. 14. HEALTH AND SAFETY In some foreign countries, standards of infrastructure, safety and hygiene may be lower than those to which we are accustomed in the UK. You should therefore exercise greater care for your own protection. There may be countries that we visit that have special medical requirements for tourists. These regulations are subject to change and our clients are responsible for complying with entry and current health requirements. If you are not sure of the health requirements for the country you are visiting, you are advised to check with your own GP before travelling. You are also advised to refer to the Department of Health leaflet “Health Advice for Travellers”. Some people may be at risk from discomfort or deep vein thrombosis (DVT) if they remain immobile on a journey for a long period. If you are planning to undertake a journey of more than three hours, you should consult your doctor, if you have ever had DVT, pulmonary embolism, a family history of clotting conditions, cancer or treatment for cancer, stroke, and heart or lung disease or if you have had major surgery in the past three months. We reserve the right to refuse any booking in the absence of a doctor’s certificate confirming that you are fit to travel. Where we provide comfort stops you are encouraged to walk around. Exercise reduces any discomfort, which may be caused by periods of immobility. No smoking is allowed on our coaches (including e- cigarettes) and we do not allow pets or any other animals, although we accommodate registered assistance dogs, but not on overseas holidays. 15. TRAVEL DOCUMENTS, ITINERARIES, PICK-UP POINTS AND PASSPORTS Your specific passport and visa requirements, and other immigration requirements, are your responsibility and you should confirm these with the relevant embassies and/or consulates. Galloway Coach Travel do not accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements. Further information on passport requirements, please contact the ‘identity and passport service’ on 0300 222 0000 (www.direct.gov.uk) You are responsible for ensuring you are at the correct departure point, at the correct time and with the correct documents. We reserve the right to modify itineraries to conform with requests from competent authorities both within the UK and abroad. Excursions which are included in the cost of your booking are detailed on the brochure page and refunds will not be made for excursions not taken. Optional excursions booked and paid for in resort do not form part of your booking. Admission fees to buildings may not be included in the price of the holiday, please check.
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